Healthfirst

Healthfirst

Field Service Agent - Queens - Bilingual Spanish

Queens, NY · Contract

Sponsorship not specified$49k-$66kDetected 1 day ago
ComplianceOutbound SalesExcelProcess ImprovementCustomer SupportHIPAACommunicationProblem SolvingMicrosoft Office

About the role

  • The Field Service Agent acts as an in-person liaison between Healthfirst and its customers. This individual receives and addresses member & provider inquiries, de-escalates and resolves complaints, educates clients, engages in member retention activities, and escalates issues requiring additional intervention across all Lines of Business (LOBs) within a
  • face-to-face, telephonic, and/or Omni-channel contact center environment. The Field Service Agent maintains the Healthfirst culture and drives improvements to ensure the best possible customer experience as measured by First Encounter Resolution and Customer Experience measures for our "North Star" Members and the Providers who service them.

Responsibilities

  • Partner with other Healthfirst member-facing departments by participating in community events to engage and educate existing/prospective members
  • Initiate investigations, partner with other assigned parties to participate in root cause analysis, communicate complex information, take proactive and/or corrective measures and/or recommend solutions and methods for process improvement and follow-up on outstanding customer inquiries and complaints within defined timeframes
  • If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst.

Requirements

  • Experience in a customer service environment
  • Experience handling escalated issues, complex situations, and interactions requiring conflict resolution, active listening skills, and empathy
  • Experience working in a fast-paced environment that requires handling multiple priorities simultaneously
  • Work experience with Microsoft Office Suite applications including Excel, Word, and Outlook
  • Fluent in Spanish required.

Nice to have

  • Associate degree from an accredited institution or equivalent work experience
  • Ability to exercise independent thinking, problem solving
  • English proficient bilingual fluency in Spanish
  • Trained in multiple Healthfirst LOBs for both Member and Provider Family of Products (FOPs)
  • Compliance & Regulatory
  • Compliance & Regulatory Responsibilities: See Above
  • License/Certification: N/A
  • HF Management Services, LLC complies with all applicable laws and regulations.

Compensation

  • As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
  • In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements).

Benefits

  • Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
  • Provide high-quality customer service to providers and members across all LOBs with a variety of questions and issues on topics such as eligibility, benefits, claims process, escalations, and products

Company info

  • Manage face-to-face encounters by interacting with customers to provide information in response to inquiries about products and services, improve overall member experience, and reduce waiting time to expedite traffic flow
  • Build sustainable relationships of trust through open and interactive communication with internal and external customers

Equal opportunity

  • WE ARE AN EQUAL OPPORTUNITY EMPLOYER.
  • Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied.

Visa & Work Authorization

  • rmation, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployme
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This listing is sourced directly from Healthfirst's careers page and normalized into a canonical job model.